My wife Samantha and I were traveling out to Cody, Wyoming to visit with our daughter and her husband. This involved three flights; from Valdosta to Atlanta, then to Salt Lake City, to Cody. The flight from Salt Lake City to Cody is a small commuter type jet, maybe 70 passengers. As we were boarding […]
Category Archives: Life
Great Service is in the Eye of the Beholder
Is good self-service superior to great personal service? In many cases, maybe even most cases it is. I think we get into trouble when we assume we know what a great service is and strive to achieve a service standard that may not be what means good service to the customer. I was in Minneapolis […]
Millennials and Y=X Thinking
One of the presentations at #TheDestinationExperience was fromMichael Lee-Chin, Chairman of Jamaica’s Economic Growth Council, who had us from the start with his use of a white board and a math equation to illustrate a concern about young professionals: Y = X Chin’s theory is that most millennials think that their careers will progress along […]
Dr. Kingsley Chin and Knowing Your Why
Upon arrival in Jamaica, I was alerted that one of the Destination Experience advisory board members would come to the airport and pick us up for the long ride from Montego Bay to Kingston. This saved us from an even longer bus ride. We met up with Ron McKay and during that 3-hour drive, I got […]
Sailing Through Customs
I had a planned business trip from Atlanta to Montego Bay Jamaica to speak at The Destination Experience. During the meeting with the planner before this, I began asking about issues involving getting in and out of Jamaica customs: “Is there any option available that would assist us in getting through customs in a streamlined fashion”? Now, […]
A BMW’r? For Me? OK!
I traveled to Austin for a consulting engagement and arrived at AVIS Preferred to pick up my rental car. Normally, my name is on the Preferred board, where you can just find your name, identify the space in which your car is waiting, and off you go. Every now and then, however, I find my […]
Strategic Planning and Cutting up the Last Donut
I walked into church yesterday and immediately went to get a cup of Beanery coffee. As I was pouring my cup, I noticed a box of donuts on the counter with a partial donut and a knife inside it. My assumption is that this box was full at the time it was placed on the […]
This Page Intentionally Left Blank
You’ve seen this a hundred times, in a service manual or textbook – a blank page. Only, it’s not really blank. On it are these words: “This Page Intentionally Left Blank.” I recently got a letter from an insurance company. In the envelope, there were two pages. One of them was a letter that had information […]
Does Experience Negate the Need for a Coach? No Way!
I was blown away by this comment of his and realized that regardless of our current state of proficiency, there will always be someone better than us. I wrapped up a strategy call with my speaking coach today. You might ask why someone who is a member of the National Speakers Association and has performed […]
Come Sail Away: Blue Water Sailing and Crisis Management
I spoke at the Remote Deposit Capture Summit in Orlando today. One of the individuals that had agreed to read my book in advance and provide a review was Jim DeBello, CEO of Mitek. Mitek has revolutionized the art of capturing images of source documents and converting them into payments (ie: using your mobile phone […]